Call Center Representative

• Administer, optimize, and support Five9’s telephony ecosystem and Zendesk (CRM/ticketing), ensuring seamless integrations, stable operations, and high reliability.
• Design and maintain IVRs, ACDs, routing logic, and escalation workflows that prioritize patient care and experience.
• Work closely with Growth Engineering, Operations, Clinical, IT, and other teams to understand business needs and translate them into technical solutions, ensuring call center technology is aligned with care delivery goals.
• Monitor system performance, analyze call flows, and implement proactive measures to minimize incidents and ensure service continuity.
• Develop and maintain Five9 dashboards, wallboards, and scheduled reports for stakeholders to track call resolution rates, patient wait times, agent efficiency, abandonment rates, and satisfaction metrics (NPS, CSAT).
• Uphold HIPAA standards and ensure secure handling of PHI/PII across all communication workflows.

Call Center Systems Administrator

Call Center Representative

Call Center Representative

Contact Center Representative II

Call Center Sales Representative

Call Center Sales Representative